QUALICORE Blog
QA, coaching & compliance insights for contact centres worldwide
Articles on call scoring, AI Auto-QA, coaching ROI, escalations, POPIA, GDPR and BPO quality — written for operators in 30+ markets.
Why UK and US Businesses Are Moving Their Operations to South Africa in 2026
The smartest operators in real estate, insurance, financial services, and SaaS have quietly discovered what EconX Group has been building in Cape Town. Here is what they found — and why it changes everything about how you staff your business.
QUALICORE Team · June 10, 2026 · BPO · outsourcing · South Africa
How to Reduce Call Centre Agent Attrition: A Practical Playbook
Agent attrition of 30–45% a year is the call centre industry’s most expensive habit. Here’s a data-driven playbook to cut it — including the early-warning signals most teams miss.
QUALICORE Team · January 14, 2026 · attrition · agent retention · workforce
The Call Centre QA Scorecard: Template, Examples and Best Practices
A great QA scorecard is the backbone of quality. Here’s how to structure one — sections, weighting, fatal criteria and an independent compliance score — with examples.
QUALICORE Team · January 21, 2026 · scorecard · QA · best practices
FCR vs AHT: How to Balance Efficiency and Quality
Average handle time and first contact resolution pull in opposite directions — until you measure them together. Here’s how to balance speed and quality without sacrificing either.
QUALICORE Team · January 28, 2026 · FCR · AHT · metrics
What Is a Fatal Error in Call Centre QA (and How to Handle It)
A fatal error zeroes the whole evaluation, no matter how good the rest of the call was. Here’s what counts as fatal, why it matters, and how to handle it well.
QUALICORE Team · February 4, 2026 · fatal error · compliance · QA
AI Auto-QA: How to Scale Call Quality Beyond the 2% Sample
Manual QA samples a few percent of calls. AI Auto-QA can review far more — without losing the human judgement that makes QA credible. Here’s how to do it right.
QUALICORE Team · February 11, 2026 · AI · auto-QA · coverage